Trustpilot AI Success: 99.88% Query Backlog Reduction

Trustpilot has successfully used AI agents to reduce its customer query backlog by nearly 100 percent. The company saw a 99.88% reduction, and improved handling times by up to 40%. Dave Williams, CTO at Trustpilot, shared key tips for integrating Agentic AI into unified CRM systems. He emphasizes that the journey will be challenging, both emotionally and culturally. Prioritizing internal change management is crucial, as people often resist new systems. What's interesting is that Trustpilot migrated its CRM in four phases, learning and improving with each step. Williams stresses the importance of defining success metrics upfront, focusing on what genuinely helps teams. The bottom line is to focus on use cases that solve real problems for employees, rather than just impressive-sounding innovations. This approach can lead to significant operational improvements.